Welcome to our website.

Please read the following text carefully. Your agreement with its content is implicit and automatic when using this site.

Hosaraz reserves the right to modify or update the website text at any time.

Hosaraz reserves the right to modify the site catalogue without prior notice; however, it undertakes to fulfil orders already placed.

Hosaraz also reserves the right to update prices, etc., according to market conditions, without prior notice.

Hosaraz strives to describe all articles on its site in as much detail as possible. The buyer should carefully read the complete description, including the information sheet and any attached files. In case of any doubt, please contact Hosaraz by email: contacto@hosaraz.com.

For any questions, do not hesitate to contact us.

01 - TERMS

These General Terms and Conditions of Sale (hereinafter referred to as the "Terms") govern the relationship between "Hosaraz", a registered trademark of Helena Manso, Lda., with its registered office at Rua Estação Caminhos de Ferro 41A-1º-dto, 7540-157 Santiago do Cacém, NIPC 502488123, and the client (individual or legal entity) who makes purchases through the website www.hosaraz.com. By using the website or making a purchase, the CLIENT expressly accepts these Terms, which prevail over any previous conditions or verbal agreements.

02 – GENERAL CONDITIONS

02.1 The use of the website www.hosaraz.com is intended for the purchase of products and/or services made available by Hosaraz on the said website.

02.2 Hosaraz reserves the right to change, without prior notice, the conditions of use or other procedures published on the website www.hosaraz.com. Therefore, the CLIENT should regularly consult the conditions of use and other procedures, since regular and continued use of this website implies unreserved acceptance of the changes made and submission to the most recent version.

02.3 The content presented through links on the website www.hosaraz.com is the property and exclusive responsibility of its respective owners, and Hosaraz declines any responsibility for such content.

02.4 Hosaraz makes every effort to ensure that the information presented on its website is free from spelling or other errors and, whenever such errors occur, Hosaraz will correct them as soon as possible.

02.5 The descriptions, dimensions, weights, compositions and other attributes presented on the website www.hosaraz.com may vary.

02.6 The images of the products on the website are merely illustrative and may not correspond exactly to reality, due to colour variations on monitors, software settings or lighting. Hosaraz is not responsible for any differences between the colour of the physical product and its representation on the website.

02.7 Product prices and specifications are subject to change without prior notice.

02.8 If an error in the price of a product is detected after the order has been placed, Hosaraz will contact the CLIENT by email within 24 hours, informing them of the error and presenting the correct price. The CLIENT may:

• Accept the new price and proceed with payment of the difference (if applicable).
• Cancel the order and receive a full refund within 48 hours.

If the CLIENT does not respond within 48 hours after being contacted, this will be interpreted as withdrawal from the order, which will be automatically cancelled and refunded.

02.9 All prices shown are presented in Euros.

02.9.1 - On the product presentation page, the prices shown include VAT at the legal rate in force.

02.9.2 – Also, when clicking on the shopping cart, the total value of the products in the cart (including VAT) will appear on the right. On the left, the list of products and their respective values (including VAT) will appear.

02.9.3 – Customers outside the European Union are exempt from paying VAT, provided that both the billing and delivery addresses are located outside the EU.

02.10 – If a product that is out of stock is mistakenly presented as available on the website and is ordered, Hosaraz will contact the CLIENT within 24 hours, informing them of the situation and presenting the following options:

1. Wait for the stock to be replenished (with an indication of the estimated time).
2. Cancel the order, with a full refund within 48 hours.

02.11 - Some products are subject to pre-order. The customer will find this indication next to the product. As also stated next to the product, the customer should contact Hosaraz by email contacto@hosaraz.com before proceeding with the pre-order, in order to ensure that it is available from the supplier and to confirm the time it takes to reach us. Although the customer will be informed of the result of our conversation with the supplier during our correspondence, the expected arrival date will then be placed next to the product so that the customer has no doubts when placing the pre-order.

02.11.1 - If any unforeseen event occurs and the supplier cannot fulfil the delivery (either definitively or within the expected time), Hosaraz will inform the CLIENT of the new expected waiting time for availability, and it will be up to the CLIENT to decide whether to keep or cancel the order. In this case, the amount paid by the customer will be refunded immediately, together with our apologies for the inconvenience.

02.11.2 - If the customer does not contact Hosaraz before proceeding with payment and the order cannot be fulfilled, Hosaraz undertakes to immediately refund the customer the amount paid.

02.12 - If the CLIENT's shopping cart includes products with different delivery availability dates (for example, a pre-ordered product and another that is immediately available), it will be assumed by default that the CLIENT will receive the products in a single later delivery. If the CLIENT wishes to receive the products according to their availability dates, several separate orders must be placed.

02.13 - All information and documentation related to the customer’s account (e.g. confirmation messages, notices, accounting documents, etc.) will be sent only in digital format by email to the address provided by the customer when purchasing the product or creating their account.

03 - HOW TO ORDER / PURCHASE

03.1 - Standard Articles - Next to each article, you will usually find the expected delivery time. Some products are subject to pre-order.

03.1.1 - Direct Purchase on the Website

03.1.1.1 – You do not need to create an account to make a purchase. Simply choose the items and place them in the shopping cart. When finalising the purchase, you will be asked for basic identification details, a contact email, billing and delivery addresses (mandatory data), and a contact telephone number in the destination country of the order (for carrier contact). There will also be other optional fields that you may or may not complete. When finalising the purchase, you will be offered the optional creation of an account, which will speed up future purchases.

You may also start by creating your account and then choose the items and place them in the cart.

When creating your account, you will be asked for the same mandatory data and presented with the same optional data, which you may or may not complete. Registration is completed by creating the combination of the user's email and password.

Warning: Always bear in mind that your online security depends partly on you. Use a secure network to enter your personal data and do not give anyone your credentials for accessing the website. Preferably browse in a “new private window” and, if possible, with tracking protection enabled.

• On the addresses page, the first line of each address (alternative addresses) refers to the name you want to assign to the address below for easier identification.
• The indicated address will be the billing address, which will also be the delivery address unless you provide another one. At any time, you may access "MY ACCOUNT" - "MY ADDRESSES" - and update or add the addresses you need.

03.1.1.2 – Once you have created your account, the CLIENT will make purchases through it, either by logging into the website via “Login”, using the email and password chosen at the time of account creation, or by making purchases and entering those credentials when finalising the order.

03.1.1.3 - Choose the products you are looking for by browsing the online shop or by using the search functions.

03.1.1.4 - Add the products you wish to purchase to the shopping cart using the “buy” / “add to cart” option. If necessary, refresh/update after each purchase.

03.1.1.5 - Continue to finalise the order. If you have an account on the website, you may interrupt your purchase and return later using the “Shopping Cart” option. Check the contents of the shopping cart and then use the “Finalize Purchase” option.

03.1.1.6 - Confirm that the billing and dispatch details are correct. Identify all indispensable elements for the processing and dispatch of the order, ensuring that all mandatory information fields are correctly completed. Continue to the “shipping method”.

03.1.1.7 - Currently, by default, orders will be dispatched by the carrier Nacex to the address you indicate: shipping costs are automatically generated by the system (see paragraph 07).

• On this page, you will find a field where you can write additional notes about your order and a box to tick if you want your order to be gift wrapped. If you wish, you may use the additional notes field to provide some information (such as the gender and age) of the person for whom the gift is intended. Hosaraz will try to adapt the wrapping according to that information.
• Continue checkout by proceeding to the payment methods.

03.1.1.8 - Choose your payment method. Tick the box where you give your agreement to the process and service, and finalise the order. Please note that until you tick this box, the system will not allow you to proceed and the order cannot be completed.

03.1.1.9 - After finalising the order, the customer will receive a first email confirming the order.

• When choosing payment by Multibanco or Bank Transfer, the customer will receive an email with the necessary details and the time limit for making the payment. Payments by PayPal or MBWay are made immediately and automatically by the respective financial platforms. If the chosen payment method is bank transfer, proof of payment may be requested to speed up the process.
• After payment, the customer will receive an email confirming receipt of the payment.
• Processing and dispatch of the order will then begin, and the customer will receive an informative email for each stage of the process.

03.1.2 - Purchase by Contact with the Company - Available to all customers

03.1.2.1 - The order will be arranged through email correspondence. During this process, availability, destination, delivery time, product value and shipping costs will be defined. As with direct purchase, the customer may request gift wrapping for the product(s), the cost of which will be added to the final amount.

03.1.2.2 - The CLIENT must proceed with payment. The same payment methods are available under the same conditions.

03.1.2.3 - Preferably, the order will be dispatched by the carrier Nacex. For destinations outside the Iberian Peninsula, Hosaraz may nevertheless consider dispatching the order by CTT, depending on the value of the order and the shipping costs, provided that the customer agrees with the values presented.

03.2 – Customised Articles

WARNING: Please note that the right of withdrawal does not apply to these articles, except in the event of a product defect.

The purchase of customised products will be made through direct contact with the company, that is, through correspondence in which all the details of the order, its costs and shipping costs will be agreed.

04 - PAYMENT METHODS

04.1 - PayPal – PayPal is one of the most widely used methods for online purchases. Through PayPal, you can use your credit card, debit card, or even your bank account. These payments offer a high level of security and protection for both the customer and the supplier. For direct purchases on the website, payment is immediate using data automatically generated by the system. For purchases made through correspondence with Hosaraz, the payment request will be made via PayPal, and you will have 24 hours to complete the payment. After this time, the order will be cancelled, and you should not proceed with payment without contacting customer support at Hosaraz again.

04.2 – VISA and MASTERCARD Credit Cards – Thanks to the partnership between VISA and PayPal, and MASTERCARD and PayPal, you do not need to have a PayPal account to use these credit or debit cards on this website. The security of your transactions is still ensured by PayPal.

04.3 - Bank Transfer – For both direct purchases on the website and purchases made through direct correspondence, you may pay for your order by bank transfer. Do not forget to identify the order when making the payment: if it is a direct purchase on the website, use the order number provided when the order was confirmed; if it is a purchase arranged through correspondence, use the name used in that correspondence. You have 24 hours to complete the payment and send us proof of payment. After this time, the order will be cancelled, and you should not make any payment without contacting customer support at Hosaraz again.

Warning: In cases where the name of the primary account holder from which payment is made does not match the name used in correspondence with Hosaraz, the direct proof issued by the bank at the time of transfer may not be sufficient, and it may be necessary for proof of payment to be sent directly from the customer’s email address.

04.4 - Multibanco - If you have a Portuguese bank account, you may also pay by Multibanco, either for direct purchases on the website or through correspondence. In the first case, when choosing this payment method, the platform will automatically generate the 3 references you should use to make your payment at a Multibanco terminal or via homebanking. In the case of an order made through correspondence, these 3 references will be sent to you by Lusopay after they are requested by Hosaraz.

You have 24 hours to make the payment; after this period, if payment has not been made, the order will be considered null and void, and you should not proceed with any payment without first contacting customer support again by email at contacto@hosaraz.com.

We confirm that Lusopay is Hosaraz’s partner platform for Multibanco payments.

With Hosaraz - Helena Manso Lda, Lusopay uses the check-digit system, identifying itself as Entity 11024.

04.5 - MBWAY - If you have a Portuguese bank account, you may also make payment by MBWay, either for direct purchases on the website or through correspondence.

Hosaraz’s partner platform for MBWAY payments is Lusopay.

05 – ACCOUNTING DOCUMENTS

The customer will receive the electronic invoice and the respective receipt in advance at the email address provided during registration. Due to the nature of our invoicing software, accounting documents may sometimes be delivered to the SPAM folder. Hosaraz therefore asks the customer to check their spam folder if they do not receive them. Although Hosaraz is not responsible for this, it apologises for any inconvenience caused. If you require a second copy, do not hesitate to contact us through the customer support email contacto@hosaraz.com.

A non-valued transport guide or the printed invoice will accompany the order.

06 - VAT EXEMPTION, CUSTOMS DUTIES, AND OTHER CHARGES

06.1 - VAT is applied at the current legal rate to all products sold and shipped within the European Union (intra-community transactions).

All products sold and shipped outside the European Union (extra-community transactions) are exempt from VAT (Article 14 of the VAT Code).

WARNING: Both the billing and delivery addresses must be located outside the European Union.

06.2 - Orders shipped outside the European Union (extra-community) may be subject to CUSTOMS DUTIES, IMPORT TAXES and/or OTHER TAXES to be charged when the order arrives in the destination country (buyer or beneficiary of the order).

Please contact your local Customs services for more information, as Hosaraz cannot predict what these costs may be.

These additional charges will be charged directly to the customer by the Customs authorities of the destination country.

06.3 - Hosaraz shipments are made under the Incoterm DDU (Delivered Duty Unpaid), which means that Hosaraz does not collect VAT, duties and/or any taxes on orders shipped to countries outside the European Union and cannot predict what charges may apply. In other words, Hosaraz ships orders under DDU terms.

This means that import duties are excluded from the price paid online by the customer, and the recipient may have to pay import duties upon receipt of the order or at a later date, depending on the tax law of the country concerned.

07 - SHIPPING AND DELIVERY

Shipping costs are paid by the customer unless otherwise stated.

If the customer wishes to send products to more than one address, a separate order must be placed for each address.

WARNING: All address data are the sole responsibility of the customer; in the event of errors, additional costs may be charged to the customer.

07.1 - Shipping costs for Continental Portugal, Continental Spain, and intra-community European countries.

The shipping cost for Continental Portugal, Continental Spain, and intra-community European countries is automatically generated on the website. Currently, Nacex is Hosaraz’s partner carrier.

Although we ship to the Autonomous Regions of Madeira and the Azores, the Spanish Islands of the Canaries and the Balearics, and many extra-community countries, the respective shipping costs are not automatically generated by the system. The customer must therefore contact us to obtain the shipping cost and proceed with the order through direct contact.

07.1.1 - The shipping cost automatically generated by the system is calculated based on weight/volume (volumetric weight). Volumetric weight is calculated using the following formula: L × W × H (cm) ÷ 5000 (Nacex).

Furthermore, the sum of the dimensions of each package must not exceed 150 cm (length + width + height). Should this happen, transport will only be possible with authorisation from Nacex.

The shipping cost corresponds to the greater weight value. For example (an exaggerated example): a napkin weighing 0.100 kg, if sent in a box measuring 40.1 × 30 × 15 cm that weighs 0.040 kg, will be charged based on the volumetric weight of 3.650 kg, and not on its actual weight of 0.140 kg.

In the very unlikely event that the shipping cost is higher than the amount shown in the system at the time the order was placed, the excess amount will be requested from the customer by email before dispatch. In that message, the customer will find a detailed explanation of the reason for the adjustment.

If the customer does not accept the additional shipping cost, the order will not be dispatched and will be cancelled, and Hosaraz undertakes to immediately refund the amount already paid.

Although this situation would be entirely due to a system error, Hosaraz would like to apologise in advance for any inconvenience that this “bug” may cause.

If the customer accepts the additional cost, they should inform Hosaraz which available payment method they wish to use.

07.1.2 - Delivery time can be checked next to the product.

If the product is immediately available (as stated on the website), shipment will be immediate or almost immediate (1-2 days) after payment confirmation.

If it is a pre-ordered product, the customer must contact Hosaraz by email at contacto@hosaraz.com to confirm that the product is still available from the supplier and how long it will take to reach us. The customer should find this notice below the product subject to pre-order.

It is not expected that an out-of-stock product can be ordered.

If this happens due to our oversight, two situations may occur:

• The product may be restocked – in this case, the customer will receive our apologies for the error and information on the time needed to restock the item; if the customer does not agree with the waiting period, the value of the order will be refunded immediately.
• The product cannot be restocked – in this case, the customer will receive our apologies for the error and the value of the order will be refunded immediately.

07.1.3 – To receive a purchase in Portugal and Spain, the customer may choose the E-Nacex Shop service, which delivers the purchase to the delivery point chosen by the customer, or the E-Nacex service, which delivers the purchase to the address indicated by the customer.

In both cases, delivery is expected within the following 24 hours, and the customer will receive a standard email/SMS pre-alert. If the chosen delivery point is a locker (Locky), the customer will also receive the PIN/Code required to open it.

07.1.3.1 - In order for a customer to choose delivery to a “delivery point”, the postal code of the address entered in the delivery address field during registration (or the billing address if it is the same as the delivery address) must have such delivery points available in that area.

This option is only available for single-parcel shipments with dimensions not exceeding 40x30x20 cm and a weight of less than 20 kg.

Whenever possible, this is undoubtedly a good option, as it is more sustainable and frees the customer from having to remain at the address waiting for delivery.

You have 5 consecutive days to collect your order from a Locky/locker. If you do not do so, the order will be transferred to the nearest agency for 10 consecutive days, after which it will be returned to origin.

Warning: During peak periods such as Christmas, the selected Locky may be full, meaning there may be no available lockers for the customer. In such cases, the carrier will attempt to contact the customer by telephone to arrange the possibility of leaving the order elsewhere. If the carrier cannot contact the customer, a message will be left. The customer must then contact either the carrier using the number provided or Hosaraz by phone at +351 939153099 or by email at contacto@hosaraz.com.

07.1.3.2 – If you choose the E-Nacex service, the order will be delivered to the address you provided. This service allows shipments with larger volumes and/or weights up to 40 kg. The sum of the dimensions (L+W+H) must not exceed 150 cm. Please remember that you are expected to be present at the address to receive the order. If the order cannot be delivered, the courier will attempt to contact you by telephone to arrange another delivery and/or leave a notice in the mailbox, if accessible, informing you which agency to contact.

The delivery time depends on the zones to which the order is sent.

• Zone 1 - France - 2-3 days
• Zone 2 - Germany, Belgium, Netherlands, Italy, Luxembourg - 3-4 days
• Zone 3 - Austria - 4-5 days
• Zone 4 - Denmark, Bulgaria, Croatia, Slovenia, Estonia, Greece, Finland, Hungary, Ireland, Latvia, Lithuania, Poland, Czech Republic, Slovak Republic, Romania, Sweden - 5-6 days

The customer is expected to receive a standard email/SMS pre-alert.

07.1.4 – To receive a purchase in European Union countries outside the Iberian Peninsula, the customer has the E-commerce Europe service configured on the platform.

07.1.4.1 - This service is only available for individual customers, for deliveries consisting of a single parcel/package, for weights up to 40 kg, and where the sum of the dimensions (L+W+H) does not exceed 150 cm.

07.1.4.2 - Please remember that you are expected to be at the address to receive the order. If the order cannot be delivered, the courier will attempt to contact you by telephone to arrange another delivery and/or leave a notice in the mailbox, if accessible, informing you which agency to contact.

The delivery time depends on the zones to which the order is sent.

• Zone 1 - France - 2-3 days
• Zone 2 - Germany, Belgium, Netherlands, Italy, Luxembourg - 3-4 days
• Zone 3 - Austria - 4-5 days
• Zone 4 - Denmark, Bulgaria, Croatia, Slovenia, Estonia, Greece, Finland, Hungary, Ireland, Latvia, Lithuania, Poland, Czech Republic, Slovak Republic, Romania, Sweden - 5-6 days

The customer is expected to receive a standard email/SMS pre-alert.

07.1.4.3 - It is possible to ship orders with greater weight or dimensions, but this requires direct contact by email at contacto@hosaraz.com, as such shipments are not configured on the website for automatic shipping cost calculation.

07.1.4.4 - Faster shipments or shipments with other characteristics (e.g. business shipments) are possible but imply a higher cost. Such shipments must be arranged through direct contact via contacto@hosaraz.com.

07.1.5 - When the order is shipped, the system generates an automatic email to notify the customer. This email contains the number provided by the carrier for tracking the order (tracking number).

07.1.5.1 - When the order is destined for Portugal or Spain, this number will be unique and the customer will be able to track the order until delivery. To do so, follow the link http://www.nacex.pt/irSeguimiento.do and enter the number received in the shipping confirmation email.

07.1.5.2 – For orders outside the Iberian Peninsula:

• The CLIENT will receive a first tracking number (Nacex) to track the order until it leaves Portugal/Spain.
• After delivery to the international partner carrier, Hosaraz will send a second tracking number (from the local carrier) within 48 hours.
• The CLIENT may track the order through the websites of the carriers involved.

Note: International delivery times may vary due to customs procedures or local logistics, for which Hosaraz is not responsible.

07.2 - Shipping costs for extra-community countries.

07.2.1 - Shipping costs for extra-community countries to which shipments are possible will be defined on a case-by-case basis after consultation with Nacex and CTT. Due to the required administrative/customs procedures, shipping products outside the EU is subject to an administrative fee of €6, which may be waived if the purchase value justifies it.

07.3 - Collection at our warehouse

07.3.1 - The customer may, if they wish, collect their order at our warehouse.

07.3.2 - To do so, the purchase must be arranged through direct contact via email at contacto@hosaraz.com, as collection at our facilities is not provided for on the website. This wish must be specified during the correspondence, and payment must be made electronically before collecting the order. The date and time for collection will also be agreed through correspondence. Before coming to collect the order, the customer must receive our confirmation that it is ready and waiting.

08 – EXCHANGES AND RETURNS

Always open the package carefully and avoid damaging the box. Do not destroy or discard it before confirming that the product meets your expectations and that you do not wish to return it.

Products to be returned or exchanged should be sent to:

Hosaraz – Helena Manso, Lda
Rua Estação Caminhos de Ferro 41 A, 1º Dto
7540-157 Santiago do Cacém
Portugal

08.1 – Return under the right of withdrawal

08.1.1 - Right of withdrawal in contracts concluded at a distance or outside the business premises

For purchases made through the website hosaraz.com, the consumer has a period of 14 days from receipt of the product to exercise the right of withdrawal from the contract, without having to provide any reason and without any additional cost, as provided for in Article 10 of Decree-Law No. 24/2014 of 14 February.

In cases of withdrawal under this right, the return costs are borne by the consumer, in accordance with paragraph 2 of Article 13 of the same Decree-Law.

Note: Receipt of the product is deemed to occur when it ceases to be under the responsibility of the supplier. Therefore, if the customer (or someone duly authorised) collects the order at Hosaraz's facilities or through a carrier of their choice, the 14-day period begins from that moment.

08.1.2 - Exceptions to the right of withdrawal

(Article 17 of Decree-Law No. 24/2014 of 14 February)

Unless otherwise agreed between the parties, the right of withdrawal does not apply in the following cases:

a) Supply of goods made according to the consumer’s specifications or clearly personalised;

b) Supply of goods which, by their nature, cannot be returned or are liable to deteriorate or expire rapidly;

c) Supply of sealed goods not suitable for return for reasons of health protection or hygiene, if opened after delivery;

d) Supply of goods which, after delivery, become inseparably mixed with other items.

08.1.3 - Exercise of the right of withdrawal

To exercise the right of withdrawal (14 days), the CLIENT must:

1. Notify Hosaraz (3 options):

• By email to customer support at contacto@hosaraz.com, indicating a) the invoice number, b) the reference of the product(s) to be returned or exchanged, and c) if possible, the reason for the return (although this is not legally required).
• By sending the “Withdrawal Form” contained in Part B of the annex to Decree-Law No. 24/2014 of 14 February;
• By sending any other unequivocal declaration of contract withdrawal, including registered mail, return of the goods, or any other provable means.

The burden of proof for exercising the right of withdrawal lies with the consumer.

2. Return the product under the following conditions:

a. In its original and intact packaging.

b. With labels and accessories.

c. Without signs of use or damage.

3. Send the return to:

Hosaraz – Helena Manso, Lda
Rua Estação Caminhos de Ferro 41 A, 1º Dto
7540-157 Santiago do Cacém, Portugal

4. Deadlines:

• The refund will be processed within 14 days after receipt and verification of the product.
• Return costs are borne by the CLIENT, except in cases of defect or error by Hosaraz (see point 08.2).

2. Hosaraz would appreciate it if the customer contacted customer support in advance to organise the return.
3. The recommended carrier for returns is Nacex. However, the customer may use any other service of their choice.
4. The customer is responsible for ensuring that the packaging is in good condition when sending the return.
5. Registered shipping is recommended in order to guarantee delivery to our facilities.

Note: Packages without sender identification or sent cash on delivery will not be accepted.

Hosaraz undertakes to refund the customer within a maximum period of 14 (fourteen) days after receipt of the return.

08.2 – Exchange or return due to defect or error

If the product has a defect, damaged packaging, or is incorrect, the CLIENT must:

1. Contact Hosaraz within 24 hours of receipt, sending:

• Photographs of the packaging (with the carrier's seal visible).
• Photographs of the product and the defect.

2. Wait for return instructions:

• Hosaraz will arrange collection by Nacex (at no cost to the CLIENT).
• The product will be inspected and, if the defect/error is confirmed, it will be:
  • Replaced (if available).
  • Refunded (full amount, including shipping), within 14 days.

Note: If the packaging is damaged, the CLIENT must record the anomaly on the waybill before accepting delivery (mandatory in order to activate the insurance).

Hosaraz must be informed of the incident within a maximum of 24 hours after receipt by email at contacto@hosaraz.com, with the photographs attached.

09 – COMPLAINTS

09.1 – Submission of Complaints

The customer may submit any complaint directly to Hosaraz via email at contacto@hosaraz.com. Hosaraz undertakes to respond to the complaint within a maximum of 7 working days. The company sincerely hopes to resolve any situation presented by the customer through this means.

09.2 – Complaint in the Electronic Complaints Book

In addition to contacting Hosaraz directly, the customer has the option to register their complaint in the electronic complaints book, available at: https://www.livroreclamacoes.pt/inicio/reclamacao.

Hosaraz – Helena Manso, Lda is registered in the Electronic Complaints Book under economic operator number 152021.

The competent authority responsible for assessing the complaint is ASAE (Autoridade de Segurança Alimentar e Económica).

10 – PERSONAL DATA PROCESSING

This is carried out in accordance with Portuguese legislation (namely Law No. 58/2019, which regulates Regulation (EU) 2016/679 of the European Parliament and of the Council regarding the protection of personal data):

10.1 – Authorisation for Personal Data Processing

The customer authorises Hosaraz – Helena Manso, Lda to proceed with the automated processing of the personal data provided during registration and purchase, including the use of cookies, in order to improve the shopping experience and comply with legal obligations.

10.2 – Responsibility for Personal Data Processing

Helena Manso, Lda is the entity responsible for processing customers’ personal data, as established by the legislation in force on personal data protection.

10.3 – Exercise of Rights Relating to Personal Data

The CLIENT may exercise the following rights regarding their personal data by contacting privacidade@helenamanso.pt:

• Access: Request a copy of the personal data processed.
• Rectification: Correct inaccurate or incomplete data.
• Erasure: Request deletion of data (subject to legal obligations).
• Restriction: Restrict the processing of data.
• Portability: Receive the data in a structured format.
• Objection: Object to processing for marketing purposes.

Hosaraz will respond to the request within 30 days, except in complex cases (up to 60 days, with justification).

11 – NEWSLETTER

11.1 – What is the Newsletter?

The Hosaraz Newsletter is a free email service containing:

• Exclusive promotions;
• News about products;
• Special offers;
• Relevant content about Hosaraz.

Recipients: Anyone who voluntarily subscribes to the service by providing their email address.

11.2 – How to subscribe?

You may subscribe to the Newsletter in two ways:

a) During the purchase process (without registration):

1. At the end of checkout, you will find a field to enter your email.
2. Tick the box “I want to receive the Newsletter” (or similar).
3. Click on “Subscribe”.

b) When creating an account on the website:

• Subscribing to the Newsletter is optional and may be activated or deactivated during registration.
• If you choose to subscribe, you will receive a confirmation email.

11.3 – Confirmation of subscription (Double Opt-in)

To ensure that your email is valid and that you genuinely wish to receive the Newsletter:

1. After subscribing, you will automatically receive a validation email.
2. Click on the confirmation link in that email.
3. Only after this confirmation will you begin receiving the Newsletter.

Note: If you do not confirm within 48 hours, the subscription will be automatically cancelled.

11.4 – How to cancel or suspend the subscription?

You may cancel or suspend the Newsletter at any time, easily:

a) If you are a registered customer:

1. Access your customer area under “My Account”.
2. Untick the option “Receive Newsletter” (or similar).
3. Save the changes.

b) If you are not a registered customer (or prefer to contact us):

• Send an email to contacto@hosaraz.com with the subject “Cancel Newsletter” and the email address associated with the subscription.

Deadline: Cancellation is immediate. You will receive an email confirming the deactivation.

11.5 – Frequency and content

• Frequency: The Newsletter will be sent 1 to 2 times per month, with no spam.
• Content: Always relevant and personalised, based on your preferences (if applicable).
• Privacy: Your email will not be shared with third parties and will only be used for this purpose.

11.6 – Questions or problems?

If you have any questions about the Newsletter, please contact us at:

• Email: contacto@hosaraz.com
• Phone: [insert contact, if applicable]

12 – DISCLAIMER

12.1 – Information on the Website

The information on this website is provided for informational purposes, and Hosaraz makes every effort to ensure that it is accurate, up to date and useful. However, Hosaraz cannot guarantee the absence of typographical errors or the completeness and accuracy of the information provided.

12.2 – Responsibility for Product Information

Hosaraz assumes no responsibility for errors or omissions regarding the products sold on this website. The customer should carefully read all product information, including its conditions of use, as provided by the manufacturer.

12.3 – Lack of Responsibility for Product Warranties

Hosaraz assumes no responsibility, whether express or implied, regarding any product marketed through this website, including the warranties provided by the manufacturer, as well as the safety and compatibility of the product.

12.4 – Links to External Websites

This website may provide links to other websites for informational and convenience purposes. However, Hosaraz is not responsible for the content or information contained on such external websites.

12.5 – User-generated content

Hosaraz assumes no responsibility for content generated by users of the website, including comments or reviews.

12.6 – Force Majeure

Hosaraz assumes no responsibility for any delay or failure in the performance of its obligations in situations beyond its control, including but not limited to:

• Restrictions imposed by the carriers with whom we work;
• Strikes, lockouts, or other labour conflicts affecting the dispatch or delivery of orders, directly or indirectly;
• War, civil war, revolution, riots, government measures, or terrorist acts;
• Natural disasters;
• Other unforeseen circumstances.

Nevertheless, Hosaraz undertakes to resolve any problems with the customer as quickly as possible.

13 - PROOF AND ARCHIVING OF TRANSACTIONS

13.1 - Orders and the accounting documents arising from them will be archived for 10 years (the legal period for invoices in Portugal) in a reliable and durable medium. A copy may always be issued and used as evidence.

14 – LANGUAGE

14.1 - The language applicable to these terms and conditions is Portuguese (Portugal). In the event of any contradiction in the English version, the Portuguese (Portugal) version shall prevail.

15 - APPLICABLE LAW AND JURISDICTION

These Terms are governed by Portuguese law. Any dispute arising from their interpretation or execution shall fall under the jurisdiction of the courts of the District of Setúbal (Court of Santiago do Cacém), with express waiver of any other jurisdiction.

Alternative Dispute Resolution:

The CLIENT may resort to CNIACC (National Centre for Consumer Conflict Information and Arbitration):

• Website: https://www.cniacc.pt/
• Email: cniacc@unl.pt
• Phone: +351 213 847 844

Hosaraz is registered in the Electronic Complaints Book under economic operator number 152021.